Measuring Customer Service Experience Paper

404). Empathy refers to a business’s ability to treat customers with care and to provide services which meet the needs of the individual (Grewal, 2014, p. 404). Nazare remembers all of the details of my life which I share with her every time I visit. I never have to remind her of the names of my family or friends. She knows the details of my life and seems to really care about my best interest when it comes to hair and life choices. She caters to me as an individual by asking what my expectations are for each appointment and delivering custom solutions. She knows who I am and what I

Having immediately taken the troubleshooting process into his own hands the technician does not bother to hear the full story thus could cause more problems that good. In a network environment or peer to peer, you might have issues that are layered within the computer or network. Getting all the information and not jumping to conclusions will always prevail. Having a disorganized technician working within you company or small business will always lead to some pain or headache. A technician like this will never take accountability for actions of his haste. Trust and confidence the customer should have when relying on the technician, for the customer’s work, data and down time is top

Their customer redressal system was not up to date and a lot of operational changes could have been done to make the repairing services moretimely and effective.The employees of the company communicated only by email which could be changed .

Customer service studies show that when something goes right, customers give credit to the individual employee dealing with the problem; when something goes wrong, customers usually blame the organization itself. This fact makes it crucial for any

Customer service plays a vital role in the running of this organisation. As they have many competitors they try extremely hard to stand out above the rest with their customer service approach. They use the slogan ‘Every little helps’ to

service users feel confident that their complaints and worries are listened to and acted upon

2. Empathy – You want them to put themselves in your situation so they can understand my situation – walk in my shoes. When I call with a complaint, treat me as a customer with a difficulty, not as a difficult customer.

Empathy- ( 1:47) (3:32) (8:23)Melissa provided some empathy in the call, however, there were opportunities to provide empathy upfront in the call and throughout other areas. We should be sure to provide empathy each time it is warranted to ensure the client feels we are genuine in our acknowledgments and helps to establish trust.

They usually start the conversation with a typical opening introducing themselves followed by an apology for the long wait. When addressing the issue especially after a long wait, the respresentatives seem very attentive and anxious to fix whatever the problem may be.

Listening to complaints and explaining the options in a clear and concise way when dealing with customer enquiries.

West who was approximately 32 years old came to FAP seeking services for her 13 years old daughter. Ms. West reported that her daughter has not been going to school and was recently arrested for shop lifting. Ms. West reported that she recently left the child’s father for infidelity. Ms. West started crying and reported that her husband was the love of her life and she does not know how to move on or function without him. Ms. West stated that she believe that her husband absent from the home is having a negative impact on her daughter and she does not know what to do. Listening and seeing the pain, Ms. West was going through was distressing to me because I was taken back to a time I was experiencing a similar situation as she was. At that moment I sincerely understand and felt what Ms. West was going through. I was taken back to that time when my life was also turn upside down. Trying to stay focus and help this client was difficult because I was caught up with my own emotions. At one time I felt a tear drop falling from my face however I was able to maintain my composure and provided Ms. West with the services she needed for herself and her daughter. I found myself going above and beyond to find the most appropriate services for the family. I realized my personal feelings impacted how I work with this family as I find myself making excuses for the child when she was being disrespectful to Ms.

Assurance: Ensuring our customer have trust in our knowledge and confidence in our ability to deliver

Customer service is the heart of any business. I’ve selected Target as my service organization assessment. Target is a corporation similar to Walmart, however, upscale and provides high-quality, on-trend merchandise. Regardless if you are shopping online on Target’s website or a physical location, Target carries items ranging from clothing to groceries to electronics to toys and even a pharmacy and in-store Starbucks. Target was first opened in 1962 in Minneapolis and now has 1,802 stores around the United State. There are over 300 thousand Target employees.

Consequently, the research involving places at PetSmart, Petco, and K9 Innovations is where I spent time observing and connecting with people from these segments. Providing a profile on the “persona” of my target user, includes my customers core needs, attitudes, behaviors, and purchase preferences (Meyer & Crane). Ordinarily, my customer demographics would consist of households without any children or adult children living outside the pet owner’s household. The attitude of the average animal owner, value their beloved pets while appreciating the health benefits from a skilled groomer. This adds to the customer needs of brushing, combing, bathing, nail trimming, and proper ear care which is imperative to remove dirt and parasites from

A service encounter is simply defined as a customer’s actual interaction with a service company. Shostack (1985) defined service encounter as the period of time that a customer interacts with a service. Merritt (1977:198), a linguistic scholar, views a service encounter as an instance of face to face interaction between a server who is ‘officially posted’ in some service area, that interaction being oriented to the satisfaction of the customer’s presumed desire for some service and the server’s obligation to provide that service. The service encounter is also known as the ‘moment of truth’ in which the customer often develops a perception about the business and often creates a differentiation from other competitors. Solomon et al (1985)